My Jewellery is here to celebrate life with you. Big Data Expo

AGENDA ● Introduction ○ Fraser & Arnoud ○ My Jewellery ○ genZ ● Technical context ○ IT strategy ○ data platform ○ way of working ● Customer Service ○ approach ○ applications ○ next steps

Introduction

Arnoud ● Arnoud Andeweg ● Manager Tech ● 45 ● 3 daughters

Fraser ● Fraser Toebosch ● Manager Customer Service ● 31 ● Daughter

My Jewellery "My Jewellery is here to celebrate life with you" ● Founded in 2011 ● Sharon Hilgers ● Fashion Retailer ● Online and Offline (NL, BE, & DE) ● 30 stores ● 600+ employees (180@HQ) ● average age 28 ● 93% female

Gen Z "Globally connected, tech-savvy and socially consious" ● Born between ‘97 & ‘12 ● Digital natives (fast adopters) ● Social Activists (Living on social media) ● Tech-Fluent (are not afraid of technical development) ● Influencer culture (monkey see, monkey do) ● Not afraid to share insights/opinions

Technical Context

IT strategy ● Time to Market ● Many applications, all the data is needed ● Cloud (GCP & Azure) ● Transition to service oriented architecture ● New Data Platform, CICD, automated testing, IPAAS

Data Platform

Way of Working ● focus on value and usage ● create prototype with business ● follow with real data ● small data marts ● dashboard with essentials ● learn ● repeat/expand

Customer Service

Challenges "We have more inquiries, so need more people" ● Hiring as solution to cover increased volumes ● Very few insights in Customer Interactions ● Customer feedback is scarce ● Decentralized data & tools

Applications "We need data!" ● Getting the right CRM for My Jewellery ○ Flexible ○ Native socials integrations ○ AI-driven automation ○ Easy to integrate with ● Automation vs Personal Service ● Gather those insights! ● Unified desktop

Next Steps "Generation Alpha is coming" ● Automated conversations to automated solutions ● Seamless service, regardless of channel ● Beat the customer to the chase ● Improved self-service through AI

Questions? THANK YOU!